The player from Italy had repeatedly requested the closure of his Magius gaming account, but it had not been executed. He did not wish to pursue ADM self-exclusion from all platforms and had sent multiple emails to support without receiving a response. The Complaints Team reviewed the player's communication with the casino and confirmed that the closure request was based on his desire to stop playing. It was determined that he did not show signs of problem gambling, allowing for the closure to be processed independently. The complaint had now been closed.
Magius Casino - Player's account closure request is delayed.
Closed
Our verdict
Unjustified complaint
Amount: ??
Magius Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).
Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is katarina.d@casino.guru.
Thank you very much in advance.
Best regards,
Katarina
Important Notice:
Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
6 months ago
Translation
HI,
Thank you so much for your prompt response. I've just sent you an email with my account closure requests and the detailed reason for my request.
I await your news on the next steps.
A thousand thanks.
Automatic translation:
Public
Public
6 months ago
Dear redavide1982,
thank you for your message and email.
Based on our review of your email communication with the casino, we understand you requested account closure due to a desire to discontinue playing. Please be aware that casinos, as profit-driven businesses, may attempt to retain customers by offering bonuses or other incentives or to prolong the process unnecessary. While this may not be the resolution you were hoping for, our assessment indicates that you do not exhibit signs of problem gambling and possess the self-control to close your account independently when you deem appropriate.
Please do not hesitate to contact us should you encounter any further issues with online casinos.
This complaint will now be closed.
All the best,
Katarina
